CCR - Reporting - Logging

[JDConnors]

It was recently asked of me if we can do the following on 7.X

Using the phone system, can we create different 'types' of busy and have CCR record them as such.

Example: Phone has 8 short keys - we want to bind them to a busy action and record it. Example key 1 - regular hold, key - 2 bathroom hold, key - 3 lunch hold and so forth.

The reasoning is to keep track of the time our service agents actually at their desks and working busy, taking bathroom breaks and such.

We would also like to have CCR be able to define such variables.

Is this possible?

 

[SupportDude]

Yes, but you don't need to use up all those buttons.
Configure "Reason Codes". You can configure a different reason for codes 1-8.
Give the agents a Do Not Disturb key which they will use to make them appear as busy/unavailable to the queue.
When an agent presses the DND key they will be prompted for the reason code, which you can track in your reports.

-SD-

http://www.mysupportguy.net